Re: 7.1 Java API and 7.0.01 ARServer
Thanks for this Tim.
I am a newbie and was just trying a sample program from the internet.
The below with 7.0 JARs worked fine:
public static void main(String[] args) {
ARServerUser usr = new ARServerUser(Demo, Password, , localhost);
try {
usr.login();
System.out.println(Authentication: + usr.getAuthentication());
System.out.println(CacheID: + usr.getCacheId());
usr.logout();
}catch (com.remedy.arsys.api.ARException ex)
{
System.out.println(An ARException was thrown trying to log
into the server.);
System.out.println(ex);
}
}
However, the below code with 7.1 JARs raised a ARERR 90:
public static void main(String[] args) {
ARServerUser context = new ARServerUser(Demo, Password, ,
localhost);
Entry newEntry = new Entry();
newEntry.put(7, new Value(0));
newEntry.put(2, new Value(JavaSubmitter));
newEntry.put(8, new Value(Short Description));
try{
System.out.println(context.createEntry(JavaExample,
newEntry));
}
catch(ARException arException){
arException.printStackTrace();
}
}
Below is the error thrown:
log4j:WARN No appenders could be found for logger (com.bmc.arsys.api.Config).
log4j:WARN Please initialize the log4j system properly.
ERROR (90): Cannot establish a network connection to the AR System
server; Connection timed out: connect localhost
at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown Source)
at com.bmc.arsys.api.ProxyJRpcBase.getRpcClient(Unknown Source)
at com.bmc.arsys.api.ProxyJRpc.init(Unknown Source)
at com.bmc.arsys.api.ProxyManager.createProxy(Unknown Source)
at com.bmc.arsys.api.ProxyPool.get(Unknown Source)
at com.bmc.arsys.api.PoolingProxyManager.getProxy(Unknown Source)
at com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source)
at com.bmc.arsys.api.ARServerUser.login(Unknown Source)
at com.xqsr.arsystem.CreateEntry.main(CreateEntry.java:20)
Thanks.
Regards
Barath
On 1/19/09, Tim Widowfield tim_widowfi...@yahoo.com wrote:
Without seeing the source, it will be impossible to say exactly what your
problem is. But to answer your first question, the 7.1 Java API does work
with earlier versions of AR System. Post a few lines of code and maybe
somebody can help you.
--Tim
From: Barath Ganesan arslist4bar...@gmail.com
To: arslist@ARSLIST.ORG
Sent: Sunday, January 18, 2009 7:15:06 AM
Subject: [ARSLIST] 7.1 Java API and 7.0.01 ARServer
**
Hi Listers,
I have a requirement to write a JSP page connecting to ARServer thro Java
API. I am running a ARServer 7.0.01 patch 006 ARServer. I was told that Java
API 7.1 is much better to understand, use and implement than other versions
of Java. I tried a sample program to connect to my server and I got (90):
Cannot establish a network connection to the AR System Server: Connection
timed out error. A similar program with java API 7.0 worked fine.
doesnt 7.1 Java API never work with 7.0 ARServer?
Or, it usually works and should I have to do some extra tweaks? (something
more that what I have done to make my 7.0 API work)
Or, it always works and I might have gone wrong in my program?
Thanks in advance.
Regards
Barath
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Remedy Search data export to xls
Hello List, There is issue of description field, which get copied in multiple rows when exported to xls, through search result reporting. Please note when we perform following: 1. Search field value based tickets on Helpdesk table 2. Run report on search results 3. Try exporting data to xls When data get exported to xls, \n there in Description field breaks description field value to multiple row. I need a solution through which I can export text fields like Description to single cell of xls. Thanks Regards Manish ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Remedy Search data export to xls
What do you mean exported to xls??? There is only a csv option and I didn't have any problems with using the csv option except that leading 0's get truncated if you manipulate the file later using Excel and as a workaround I use Access to do that. Joe From: Manish SINGLA manish.sin...@st.com To: arslist@ARSLIST.ORG Sent: Monday, January 19, 2009 7:40:13 AM Subject: Remedy Search data export to xls Hello List, There is issue of description field, which get copied in multiple rows when exported to xls, through search result reporting. Please note when we perform following: 1. Search field value based tickets on Helpdesk table 2. Run report on search results 3. Try exporting data to xls When data get exported to xls, \n there in Description field breaks description field value to multiple row. I need a solution through which I can export text fields like Description to single cell of xls. Thanks Regards Manish ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: 7.1 Java API and 7.0.01 ARServer
The ARERR 90 thrown in this case means the server on the other end isn't
responding -- either it's down, or perhaps the real server is sitting on a
specific port and not using portmapper.
Just to be sure, did you compile the source for the second program with the 7.1
libs (and *only* the 7.1 libs) in the classpath?
--Tim
--- On Mon, 1/19/09, Barath Ganesan arslist4bar...@gmail.com wrote:
From: Barath Ganesan arslist4bar...@gmail.com
Subject: Re: [ARSLIST] 7.1 Java API and 7.0.01 ARServer
To: arslist@ARSLIST.ORG
Date: Monday, January 19, 2009, 5:59 AM
Thanks for this Tim.
I am a newbie and was just trying a sample program from the internet.
The below with 7.0 JARs worked fine:
public static void main(String[] args) {
ARServerUser usr = new ARServerUser(Demo, Password,
, localhost);
try {
usr.login();
System.out.println(Authentication: + usr.getAuthentication());
System.out.println(CacheID: + usr.getCacheId());
usr.logout();
}catch (com.remedy.arsys.api.ARException ex)
{
System.out.println(An ARException was thrown trying to log
into the server.);
System.out.println(ex);
}
}
However, the below code with 7.1 JARs raised a ARERR 90:
public static void main(String[] args) {
ARServerUser context = new ARServerUser(Demo,
Password, , localhost);
Entry newEntry = new Entry();
newEntry.put(7, new Value(0));
newEntry.put(2, new Value(JavaSubmitter));
newEntry.put(8, new Value(Short Description));
try{
System.out.println(context.createEntry(JavaExample,
newEntry));
}
catch(ARException arException){
arException.printStackTrace();
}
}
Below is the error thrown:
log4j:WARN No appenders could be found for logger (com.bmc.arsys.api.Config).
log4j:WARN Please initialize the log4j system properly.
ERROR (90): Cannot establish a network connection to the AR System
server; Connection timed out: connect localhost
at com.bmc.arsys.api.ProxyJRpcBase.a(Unknown Source)
at com.bmc.arsys.api.ProxyJRpcBase.getRpcClient(Unknown Source)
at com.bmc.arsys.api.ProxyJRpc.init(Unknown Source)
at com.bmc.arsys.api.ProxyManager.createProxy(Unknown Source)
at com.bmc.arsys.api.ProxyPool.get(Unknown Source)
at com.bmc.arsys.api.PoolingProxyManager.getProxy(Unknown Source)
at com.bmc.arsys.api.ARServerUser.verifyUser(Unknown Source)
at com.bmc.arsys.api.ARServerUser.login(Unknown Source)
at com.xqsr.arsystem.CreateEntry.main(CreateEntry.java:20)
Thanks.
Regards
Barath
On 1/19/09, Tim Widowfield tim_widowfi...@yahoo.com wrote:
Without seeing the source, it will be impossible to say exactly what your
problem is. But to answer your first question, the 7.1 Java API does work
with earlier versions of AR System. Post a few lines of code and maybe
somebody can help you.
--Tim
From: Barath Ganesan arslist4bar...@gmail.com
To: arslist@ARSLIST.ORG
Sent: Sunday, January 18, 2009 7:15:06 AM
Subject: [ARSLIST] 7.1 Java API and 7.0.01 ARServer
**
Hi Listers,
I have a requirement to write a JSP page connecting to ARServer thro Java
API. I am running a ARServer 7.0.01 patch 006 ARServer. I was told that
Java
API 7.1 is much better to understand, use and implement than other
versions
of Java. I tried a sample program to connect to my server and I got
(90):
Cannot establish a network connection to the AR System Server: Connection
timed out error. A similar program with java API 7.0 worked fine.
doesnt 7.1 Java API never work with 7.0 ARServer?
Or, it usually works and should I have to do some extra tweaks? (something
more that what I have done to make my 7.0 API work)
Or, it always works and I might have gone wrong in my program?
Thanks in advance.
Regards
Barath
__Platinum Sponsor: RMI Solutions ARSlist: Where the Answers
Are html___
___
UNSUBSCRIBE or access ARSlist Archives at www.arslist.org
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7.5 download problems?
Has anyone else successfully downloaded the full 7.5 server/suite yet? Both a colleague and I have downloaded 7.5, only to find a corrupt .zip archive . Regards Dave This e-mail has been scanned for viruses by the Cable Wireless e-mail security system - powered by MessageLabs. For more information on a proactive managed e-mail security service, visit http://www.cw.com/uk/emailprotection/ The information contained in this e-mail is confidential and may also be subject to legal privilege. It is intended only for the recipient(s) named above. If you are not named above as a recipient, you must not read, copy, disclose, forward or otherwise use the information contained in this email. If you have received this e-mail in error, please notify the sender (whose contact details are above) immediately by reply e-mail and delete the message and any attachments without retaining any copies. Cable and Wireless plc Registered in England and Wales.Company Number 238525 Registered office: 3rd Floor, 26 Red Lion Square, London WC1R 4HQ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Remedy Search data export to xls
I presume that you mean the description field includes embedded lf chars. The only way around this is to program and run a script on the exported file replacing these bad records (by merging it and the next record...). Example 001,This is a description that has an embedded lf 002,This one is OK The Import tool, Excel and others cannot handle this. Of-course Meta-Update can handle this on import and on export you can replace these fields with anything you like, as in: 001,This is a description\nthat has an embedded lf 002,This one is OK You can also change the data itself in the database with SQL to eliminate the lf characters. Cheers Ben www.softwaretoolhouse.com _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Joe DeSouza Sent: January 19, 2009 3:35 PM To: arslist@ARSLIST.ORG Subject: Re: Remedy Search data export to xls ** What do you mean exported to xls??? There is only a csv option and I didn't have any problems with using the csv option except that leading 0's get truncated if you manipulate the file later using Excel and as a workaround I use Access to do that. Joe _ From: Manish SINGLA manish.sin...@st.com To: arslist@ARSLIST.ORG Sent: Monday, January 19, 2009 7:40:13 AM Subject: Remedy Search data export to xls Hello List, There is issue of description field, which get copied in multiple rows when exported to xls, through search result reporting. Please note when we perform following: 1. Search field value based tickets on Helpdesk table 2. Run report on search results 3. Try exporting data to xls When data get exported to xls, \n there in Description field breaks description field value to multiple row. I need a solution through which I can export text fields like Description to single cell of xls. Thanks Regards Manish __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: 7.5 download problems?
Barber, David wrote: ** Has anyone else successfully downloaded the full 7.5 server/suite yet? Both a colleague and I have downloaded 7.5, only to find a corrupt .zip archive . Regards Dave Dave, I was able to download the zip files for 7.5 - although at 738 MB it is quite a big download. I have even managed to install it successfully first time (although being a beta tester meant I could zip through all the configuration screens without thinking too hard about the questions!) Cheers, Ian Ian Trimnell, AR System Lead Developer (amongst other jobs), Specialist Support Information Team, Academic Administrative Computing Service Open University, MILTON KEYNES, UK Phone: 01908 653741 web: http://www.open.ac.uk/ The Open University is incorporated by Royal Charter (RC 000391), an exempt charity in England Wales and a charity registered in Scotland (SC 038302). ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: 7.5 download problems?
Title: 7.5 download problems? ** does anybody have the compatibility Matrix of this product? I couldn't find it at http://www.bmc.com/support/hou_Support_ProdVersion/0,3648,19097_19695_158340_0,00.html Thanks in advance Serouche Ian Trimnell wrote: ** Barber, David wrote: ** Has anyone else successfully downloaded the full 7.5 server/suite yet? Both a colleague and I have downloaded 7.5, only to find a corrupt .zip archive . Regards Dave Dave, I was able to download the zip files for 7.5 - although at 738 MB it is quite a big download. I have even managed to install it successfully first time (although being a beta tester meant I could zip through all the configuration screens without thinking too hard about the questions!) Cheers, Ian Ian Trimnell, AR System Lead Developer (amongst other jobs), Specialist Support Information Team, Academic Administrative Computing Service Open University, MILTON KEYNES, UK Phone: 01908 653741 web: http://www.open.ac.uk/ The Open University is incorporated by Royal Charter (RC 000391), an exempt charity in England Wales and a charity registered in Scotland (SC 038302). __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___
Re: Accounting for Virtual Servers in the CMDB
We have the virtual servers in the computer system class, just like physical servers. To identify whether it is a physical server or a virtual server, we use the product name and the manufacturer. For instance, for VMWare, the manufacturer is VMWare Inc, and the product name is VMWare Virtual Platform. We could have created a new attribute, a radio button, to specify physical or virtual server, but in the end, we felt it was not needed because the manufacturer and the product name are sufficient to distinguish the type of server. The advantage of having physical and virtual servers in the computer system class is ease of use: you don't have to know in advance whether it is a physical or virtual server when querying the entries. This is solution is very usable and keeps things simple. If you use the virtual system class to store the virtual servers and the computer system class to store the physical servers, then this means that the user (system administrator, DBA, app developer, etc) would need to know to query the virtual system class for virtual servers and the computer system class for physical servers... not very usable, they probably will not like that. The relationship of the virtual server to the physical server is desirable to have. In both scenarios (VM in virtual system class or computer system class), you can create a relationship to the parent physical server computer system entry. So no impediment there either way. As background information, in the CMDB 1.x, when the user queried the entries for a class, with an unqualified search, the entries for subclasses were also displayed. This changed in CMDB 2.x: if you query a class, you will not see the entries for the sub-classes. The Virtual System class is a sub-class of computer system, so you have to query that form/class specifically to display the entries. All this is thanks to the new class stub OBJSTR:CatClassStub. I guess BMC considered the CMDB 1.x behavior a bug, or at least unexpected behavior, which in a sense it was. However, it also makes the new structure a bit less usable in a way. -Guillaume Rheault -Original Message- From: Action Request System discussion list(ARSList) on behalf of SCOTT PHILBEN Sent: Fri 01/16/09 11:02 AM To: arslist@ARSLIST.ORG Subject: Accounting for Virtual Servers in the CMDB Is anyone using the CMDB (2.1 patch 004) and Asset application (7.0.3 patch 008) to account for virtual servers? Does anyone have a white paper with some best practices that I could steal? There seems to be classes that are related to Virtual servers (System--Virtual System for example) but how are they best used? Standalone? Related to a Computer System? If anyone is doing it or has information, please pass it along. Thanks. Scott Philben CSC Remedy Developer ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: 7.5 download problems?
Remedy Maniac wrote: ** does anybody have the compatibility Matrix of this product? I couldn't find it at http://www.bmc.com/support/hou_Support_ProdVersion/0,3648,19097_19695_158340_0,00.html Thanks in advance Serouche Serouche, David Easter said on Friday (take a look in the ARSlist Archive): Because of internal processes, different deliverables of the release come out at different times of the day (or days). So the EPD is up, but the documentation section in Support Central has not yet been activated. There is a link from EPD to the individual documentation, however. The compatibility page update is also lagging a little. Everything should be available through normal channels by end of day Monday if things continue to go well. Hope this helps, Ian Ian Trimnell, AR System Lead Developer (amongst other jobs), Specialist Support Information Team, Academic Administrative Computing Service Open University, MILTON KEYNES, UK Phone: 01908 653741 web: http://www.open.ac.uk/ The Open University is incorporated by Royal Charter (RC 000391), an exempt charity in England Wales and a charity registered in Scotland (SC 038302). ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: 7.5 download problems?
Sybase is not supported on Linux. It is supported on the following (as per the matrix): Platform Minimum Operating System version Sybase ASE 12.5.3 Solaris 9, IBM AIX 5L 5.3, HP-UX 11iv2 Note that these represent minimum OS and DB versions that are supported. Not sure what you meant about the client, but clients (i.e. Dev Studio and Remedy User) are only supported on Windows based platforms: Minimum Operating System Version AR System Clients Windows Vista (32-bit only), XP (32 bit only) AR System User Tool AR System Developer Studio Windows 2003 (32 or x64) AR System Developer Studio Thanks, -David J. Easter Sr. Product Manager, Solution Strategy and Development BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) on behalf of Remedy Maniac Sent: Mon 1/19/2009 8:17 AM To: arslist@ARSLIST.ORG Subject: Re: 7.5 download problems? ** many thanks for this answer Ian. I now got the Matrix. Something which is unclear: is Sybase on Linux supported? My understanding is that the answer for the client part is : Yes. But I don't get the point for the server side. Would anybody have more infos on this point? Many thanks in advance Ian Trimnell wrote: ** Remedy Maniac wrote: ** does anybody have the compatibility Matrix of this product? I couldn't find it at http://www.bmc.com/support/hou_Support_ProdVersion/0,3648,19097_19695_158340_0,00.html Thanks in advance Serouche Serouche, David Easter said on Friday (take a look in the ARSlist Archive): Because of internal processes, different deliverables of the release come out at different times of the day (or days). So the EPD is up, but the documentation section in Support Central has not yet been activated. There is a link from EPD to the individual documentation, however. The compatibility page update is also lagging a little. Everything should be available through normal channels by end of day Monday if things continue to go well. Hope this helps, Ian Ian Trimnell, AR System Lead Developer (amongst other jobs), Specialist Support Information Team, Academic Administrative Computing Service Open University, MILTON KEYNES, UK Phone: 01908 653741 web: http://www.open.ac.uk/ The Open University is incorporated by Royal Charter (RC 000391), an exempt charity in England Wales and a charity registered in Scotland (SC 038302). __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Updating user profile in People form...
I believe the problem is that the true data for Site needs to be first entered into the form SIT:Site. On the People form, there is just a menu for the Site field associated with the underlying data in the Site form. So you must have the data in the Site form first. You will likely need to look at the permissions on that form and set up your push fields to that form before you will be able to set the correct fields on the People form. You will likely need to have Contact Admin permissions in order to perform this also and I doubt that your normal users have that permission set. Hope this helps. :-) Candace From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shafqat Ayaz Sent: Sunday, January 18, 2009 3:18 PM To: arslist@ARSLIST.ORG Subject: Re: Updating user profile in People form... ** Vinit have a look for this field on the User form. I believe that if you modify the People form, it might try to make a modification on the User form. If not that, then turn on your logging and have a look. It looks like there is a Push happening on the People form which is causing the error message. Let me know thanks shafqat --- On Sun, 1/18/09, LisaD lisa.westerfi...@maryville.com wrote: From: LisaD lisa.westerfi...@maryville.com Subject: Re: Updating user profile in People form... To: arslist@ARSLIST.ORG Date: Sunday, January 18, 2009, 6:56 PM In addition to giving Change permission to Public and General Access, do you also have the field flagged as Allow any User to Submit? If you want to send me the active link off line, I would be happy to take a look at it as well. lisa.westerfi...@maryville.com Also, Have you logged vinitPatil wrote: Hello All, I've imported almost 4000 people records from AD to CTM:People form. The Site field is Null for all the records as there is no such field in AD. So we've decided to let users update there Site, Organization and Department values. We've more than 70 Sites, 20 Organizations and almost 90 departments. I've already populated this data using Data Management tool. What I've done is; when user clicks on Requester Console link I check his site. If it is null then I ask him to update the profile. I've a display only form by which user can update his Organization, Department and Site. I am using Push field action to update the corresponding record in People form. But when AL fires it gives a message like ARERR [331] You do not have write access (for this entry) to field : 26001 I've given Public and General Access to this field. But still its giving me same error. Does anyone have done this before? Please help me, I don't know where I went wrong. Thanks Regards, Vinit - Lisa D -- View this message in context: http://www.nabble.com/Updating-user-profile-in-People-form...-tp21525709 p21531418.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Remedy Search data export to xls
Manish - I have dealt with this in the past and have one other solution. It's a lengthy process, but possibly worthwhile if you are stuck without scripting capabilities. If I remember correctly, I exported all tickets to arx and then re-imported as same ID, but I built a filter which operated on MERGE and did a basic REPLACE function to replace \n with | (or whatever other character you need - could replace with a space or a carriage return, etc.. Once I did that then I was able to successfully export to csv format without the annoying breaking of records. Maybe worth a try if all else fails for you. You can test in a dev environment or possibly just test on a couple of records before committing to this in its entirety. :) Candace -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Manish SINGLA Sent: Monday, January 19, 2009 4:40 AM To: arslist@ARSLIST.ORG Subject: Remedy Search data export to xls Hello List, There is issue of description field, which get copied in multiple rows when exported to xls, through search result reporting. Please note when we perform following: 1. Search field value based tickets on Helpdesk table 2. Run report on search results 3. Try exporting data to xls When data get exported to xls, \n there in Description field breaks description field value to multiple row. I need a solution through which I can export text fields like Description to single cell of xls. Thanks Regards Manish ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Side Line API Question - User ID / Password Security
Hello Listers; Hopefully this post finds you well - Thanks in advance for feedback... I have written several ARS 7.x Java API based utilities, which all run just fine - and this weekend when I was doing the documentation for them - in the Security Section - I obviously mentioned all the normal Remedy Security topics (group permissions, etc)... Then I got stuck on the Login ID / Password security issue. So I figured - someone else must-a already been down this path - so I googled (and googled and googled) but found very little with some 'concrete answers' so to say. So as I see it there are a few - somewhat limited options - in this area: ZERO Security - Hard-Code the ID / PW in the API (YUCK - not maintainable, single server setup, etc) Accept ID / PW over command line (At least the script can maintain the ID / PW, allows for reuse over different servers) LIMITED Security Tuck the ID / PW into a simple text file which the OS PERMISSIONS will restrict - however ID / PW is in clear text SOMEWHAT More Security Create a utility to encrypt the ID / PW into a file - which then is under OS PERMISSIONS - that the application can pick up and decode So, I'd like to hear how other people have dealt with this ID / PW Security topic in the past, etc. Thanks-n-advance; Robert Molenda ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Side Line API Question - User ID / Password Security
I have done it in two different ways in the past. Store the information in a Remedy form with restricted access, and pass it as a parameter to the script from Remedy. The other is as you mention below, pass 'what server' to the script, and have it look in a config file for the connection information. _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Robert Molenda Sent: Monday, January 19, 2009 11:49 AM To: arslist@ARSLIST.ORG Subject: Side Line API Question - User ID / Password Security ** Hello Listers; Hopefully this post finds you well - Thanks in advance for feedback... I have written several ARS 7.x Java API based utilities, which all run just fine - and this weekend when I was doing the documentation for them - in the Security Section - I obviously mentioned all the normal Remedy Security topics (group permissions, etc)... Then I got stuck on the Login ID / Password security issue. So I figured - someone else must-a already been down this path - so I googled (and googled and googled) but found very little with some 'concrete answers' so to say. So as I see it there are a few - somewhat limited options - in this area: ZERO Security - Hard-Code the ID / PW in the API (YUCK - not maintainable, single server setup, etc) Accept ID / PW over command line (At least the script can maintain the ID / PW, allows for reuse over different servers) LIMITED Security Tuck the ID / PW into a simple text file which the OS PERMISSIONS will restrict - however ID / PW is in clear text SOMEWHAT More Security Create a utility to encrypt the ID / PW into a file - which then is under OS PERMISSIONS - that the application can pick up and decode So, I'd like to hear how other people have dealt with this ID / PW Security topic in the past, etc. Thanks-n-advance; Robert Molenda __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
My Entitled Products problem
Hi Listers Anyone else running into issues with this new feature on the BMC site? I went to download and it said that I didn't have a support id in the EPD system. So I enter my id and now it will only allow me to download ARS 7.1.0, no 7.0.01 (which is what we're currently on) and no 7.5.0. Thought it was going to be nice not to have to go through 50,000 different products to download something I have a license for, but at least then I could get what I needed heh. Dylan Pacific Life ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Remedy Search data export to xls
You say Try exporting data to xls... Do you mean inside Report doing Export to File and then open with Excel, or Export to Application directly to Excel? Fred -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Manish SINGLA Sent: Monday, January 19, 2009 6:40 AM To: arslist@ARSLIST.ORG Subject: Remedy Search data export to xls Hello List, There is issue of description field, which get copied in multiple rows when exported to xls, through search result reporting. Please note when we perform following: 1. Search field value based tickets on Helpdesk table 2. Run report on search results 3. Try exporting data to xls When data get exported to xls, \n there in Description field breaks description field value to multiple row. I need a solution through which I can export text fields like Description to single cell of xls. Thanks Regards Manish
Re: Side Line API Question - User ID / Password Security
It depends on the nature/use of the program. For server side stuff, I typically store the password in an encrypted format in a config file, set the file ownership, and restrict the file permissions. There are lots of good packages in java for such things. Blowfish is the cipher I've opted for in the past (it's free, fast, and readily available). Axton Grams The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. On Mon, Jan 19, 2009 at 12:49 PM, Robert Molenda robert.mole...@gmail.comwrote: ** Hello Listers; Hopefully this post finds you well - Thanks in advance for feedback... I have written several ARS 7.x Java API based utilities, which all run just fine - and this weekend when I was doing the documentation for them - in the Security Section - I obviously mentioned all the normal Remedy Security topics (group permissions, etc)... Then I got stuck on the Login ID / Password security issue. So I figured - someone else must-a already been down this path - so I googled (and googled and googled) but found very little with some 'concrete answers' so to say. So as I see it there are a few - somewhat limited options - in this area: ZERO Security - Hard-Code the ID / PW in the API (YUCK - not maintainable, single server setup, etc) Accept ID / PW over command line (At least the script can maintain the ID / PW, allows for reuse over different servers) LIMITED Security Tuck the ID / PW into a simple text file which the OS PERMISSIONS will restrict - however ID / PW is in clear text SOMEWHAT More Security Create a utility to encrypt the ID / PW into a file - which then is under OS PERMISSIONS - that the application can pick up and decode So, I'd like to hear how other people have dealt with this ID / PW Security topic in the past, etc. Thanks-n-advance; Robert Molenda __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Selection Field: Value vs. Alias Value?
I am trying to create a selection field that has a value different than the alias value. Basically, I want a Label and a Value. I need to use the value in an active link, but when I reference the selection value with $template_type$ it returns the Label and not the value. Is this even an option on a selection field? Thanks. Alan Alan Blake Knowlysis | Services Manager | Office: 801.224.0002 ext 105 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: 7.5 download problems?
I tried repeatedly to download the zip files today with no success. Our proxy server which scans archives for viruses etc. reported a file type mismatch so from my side it looks like at least one of the files may be corrupt on the BMC side; the file with the client software reported that it downloaded but it was a 0k file. I went back a couple of hours ago and after clicking on the link to download my browser just kept chugging away and never started the download; that happened from two different machines on my side so I assumed that there was a problem on the BMC side. Maybe they are getting hammered with download requests today and the servers can't keep up. -Rick From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Barber, David Sent: Monday, January 19, 2009 6:51 AM To: arslist@ARSLIST.ORG Subject: 7.5 download problems? ** Has anyone else successfully downloaded the full 7.5 server/suite yet? Both a colleague and I have downloaded 7.5, only to find a corrupt .zip archive . Regards Dave This e-mail has been scanned for viruses by the Cable Wireless e-mail security system - powered by MessageLabs. For more information on a proactive managed e-mail security service, visit http://www.cw.com/uk/emailprotection/ The information contained in this e-mail is confidential and may also be subject to legal privilege. It is intended only for the recipient(s) named above. If you are not named above as a recipient, you must not read, copy, disclose, forward or otherwise use the information contained in this email. If you have received this e-mail in error, please notify the sender (whose contact details are above) immediately by reply e-mail and delete the message and any attachments without retaining any copies. Cable and Wireless plc Registered in England and Wales.Company Number 238525 Registered office: 3rd Floor, 26 Red Lion Square, London WC1R 4HQ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Selection Field: Value vs. Alias Value?
Alan, Workflow converts selection field values to numeric anyway, so it really doesn't matter what the text values are. Rick Sent from my Verizon Wireless BlackBerry -Original Message- From: Alan Blake abl...@knowlysis.com Date: Mon, 19 Jan 2009 14:34:09 To: arslist@ARSLIST.ORG Subject: Selection Field: Value vs. Alias Value? I am trying to create a selection field that has a value different than the alias value. Basically, I want a Label and a Value. I need to use the value in an active link, but when I reference the selection value with $template_type$ it returns the Label and not the value. Is this even an option on a selection field? Thanks. Alan Alan Blake Knowlysis | Services Manager | Office: 801.224.0002 ext 105 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Selection Field: Value vs. Alias Value?
Alan, I think your confusing yourself a bit but maybe not... Selection fields are just an integer value as far as work flow (Active Links, Filters, and Escalations) are concerned. However, to the user the field shows the Alias String (for the integer) when the user looks at the field and when you echo the fields value in a Message action. So .. maybe you could explain more about what you are trying to do and maybe some suggestion could be made for how to do that? -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Mon, Jan 19, 2009 at 4:34 PM, Alan Blake abl...@knowlysis.com wrote: ** I am trying to create a selection field that has a value different than the alias value. Basically, I want a Label and a Value. I need to use the value in an active link, but when I reference the selection value with $template_type$ it returns the Label and not the value. Is this even an option on a selection field? Thanks. Alan Alan Blake Knowlysis | Services Manager | Office: 801.224.0002 ext 105 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Selection Field: Value vs. Alias Value?
Makes sense. Yes it was in a message action that I was seeing the Alias value being used. So this is for a RKM integration where you push values as URL params. So I need the active link to read in the Value of the selection field so I can pass it as a URL param, not the Alias value. Alan -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Carey Matthew Black Sent: Monday, January 19, 2009 2:57 PM To: arslist@ARSLIST.ORG Subject: Re: Selection Field: Value vs. Alias Value? Alan, I think your confusing yourself a bit but maybe not... Selection fields are just an integer value as far as work flow (Active Links, Filters, and Escalations) are concerned. However, to the user the field shows the Alias String (for the integer) when the user looks at the field and when you echo the fields value in a Message action. So .. maybe you could explain more about what you are trying to do and maybe some suggestion could be made for how to do that? -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Mon, Jan 19, 2009 at 4:34 PM, Alan Blake abl...@knowlysis.com wrote: ** I am trying to create a selection field that has a value different than the alias value. Basically, I want a Label and a Value. I need to use the value in an active link, but when I reference the selection value with $template_type$ it returns the Label and not the value. Is this even an option on a selection field? Thanks. Alan Alan Blake Knowlysis | Services Manager | Office: 801.224.0002 ext 105 ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: 7.5 download problems?
While I'm obviously on the inside, I was able to download the client software zip file for English - Microsoft Windows/NT version of AR System 7.5.00 successfully from the EPD site. From that zip file, I was able to install both the Remedy User client and the Dev Studio client. i.e. this file: AR System Clients: User, Alert, Developer Studio, Data Import Version 7.5.00 - Windows outbind://108/epd/faces/download.jsp?ein=97064ersln=88698pvsn=LP757.7 .5.00 If that is the same file you're trying to download, I would say it's not a corrupted zip file. Perhaps it is, as mentioned, an issue of the download site itself. -David J. Easter Sr. Product Manager, Solution Strategy and Development BMC Software, Inc. The opinions, statements, and/or suggested courses of action expressed in this E-mail do not necessarily reflect those of BMC Software, Inc. My voluntary participation in this forum is not intended to convey a role as a spokesperson, liaison or public relations representative for BMC Software, Inc. From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Westbrock Sent: Monday, January 19, 2009 1:38 PM To: arslist@ARSLIST.ORG Subject: Re: 7.5 download problems? ** I tried repeatedly to download the zip files today with no success. Our proxy server which scans archives for viruses etc. reported a file type mismatch so from my side it looks like at least one of the files may be corrupt on the BMC side; the file with the client software reported that it downloaded but it was a 0k file. I went back a couple of hours ago and after clicking on the link to download my browser just kept chugging away and never started the download; that happened from two different machines on my side so I assumed that there was a problem on the BMC side. Maybe they are getting hammered with download requests today and the servers can't keep up. -Rick From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Barber, David Sent: Monday, January 19, 2009 6:51 AM To: arslist@ARSLIST.ORG Subject: 7.5 download problems? ** Has anyone else successfully downloaded the full 7.5 server/suite yet? Both a colleague and I have downloaded 7.5, only to find a corrupt .zip archive . Regards Dave This e-mail has been scanned for viruses by the Cable Wireless e-mail security system - powered by MessageLabs. For more information on a proactive managed e-mail security service, visit http://www.cw.com/uk/emailprotection/ The information contained in this e-mail is confidential and may also be subject to legal privilege. It is intended only for the recipient(s) named above. If you are not named above as a recipient, you must not read, copy, disclose, forward or otherwise use the information contained in this email. If you have received this e-mail in error, please notify the sender (whose contact details are above) immediately by reply e-mail and delete the message and any attachments without retaining any copies. Cable and Wireless plc Registered in England and Wales.Company Number 238525 Registered office: 3rd Floor, 26 Red Lion Square, London WC1R 4HQ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Selection Field: Value vs. Alias Value?
I basically have gone with the approach of using a hidden temp field that converts the Alias value to the underlying value needed for the URL param. I wanted to make it more dynamic but at least this works (even if it takes 10 active links to do it). _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Cook Sent: Monday, January 19, 2009 2:59 PM To: arslist@ARSLIST.ORG Subject: Re: Selection Field: Value vs. Alias Value? Alan, Workflow converts selection field values to numeric anyway, so it really doesn't matter what the text values are. Rick Sent from my Verizon Wireless BlackBerry _ From: Alan Blake Date: Mon, 19 Jan 2009 14:34:09 -0700 To: arslist@ARSLIST.ORG Subject: Selection Field: Value vs. Alias Value? I am trying to create a selection field that has a value different than the alias value. Basically, I want a Label and a Value. I need to use the value in an active link, but when I reference the selection value with $template_type$ it returns the Label and not the value. Is this even an option on a selection field? Thanks. Alan Alan Blake Knowlysis | Services Manager | Office: 801.224.0002 ext 105 __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
SET ENV Question
Listers, Silly question I know, but I need to set the server date to be dd/dmm/ across the server. I believe the environment variable to set would be: setenv ARDATE %d/%m/%y, But can not locate which configuration file for it to be added to. I am thinking it would be the ar.conf? Any light that could be shed would be great! Configuration: ARS 6.3 ITSM 6 HP-UX ARS Server Oracle 9 Database Thank You. Regards, Nick Lloyd Nokia Siemens Networks *** Vodafone live! Mobile TV is a great way to watch TV anywhere at any time. With the widest selection of TV channels to choose from, there's a subscription pack to suit your tastes. Visit Vodafone live! for more details http://www.vodafone.com.au/Personal/VodafoneLive/index.htm *** This correspondence is for the named person's use only. It may contain confidential or legally privileged information or both. No confidentiality or privilege is waived or lost by any mistransmission. If you receive this correspondence in error, please immediately delete it from your system and notify the sender. You must not disclose, copy or relay any part of this correspondence if you are not the intended recipient. Any views expressed in this message are those of the individual sender, except where the sender expressly, and with authority, states them to be the views of Vodafone. This email has been checked for viruses. *** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Selection Field: Value vs. Alias Value?
I know this from the API level. There's even a type that allows query but no admin tool has supported it since its introduction in 5.12. However, I would think that a simple SQL set fields on the data dictionary tables (see the Database Reference Guide) should suffice to get you the value. Also, simple as it may seem, try an assignment (set fields) to an integer field. I bet that works. That should at least remove a few of your ALs! Rick. A point a bit pedantic perhaps. Workflow doesn't convert it. It's actually a client responsibility. The type for an enum (selection field) is integer in the assignment structures. Cheers Ben Chernys Senior Software Architect Software Tool House Inc. Canada / Deutschland / Germany Mobile: +49 171 380 2329GMT + 1 Email:mailto:ben.cher...@softwaretoolhouse.com mailto:ben.cher...@softwaretoolhouse.com Web: http://www.softwaretoolhouse.com/ http://www.softwaretoolhouse.com A free notepad for Diary fields: http://www.softwaretoolhouse.com/downloads/DiaryFieldEditor.htm http://www.softwaretoolhouse.com/downloads/DiaryFieldEditor.htm An ARS API scripting tool used for migrations, integrations, imports, reports, extracts, batch jobs: http://www.softwaretoolhouse.com/products/SthMupd http://www.softwaretoolhouse.com/products/SthMupd http://www.softwaretoolhouse.com _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Alan Blake Sent: January 19, 2009 11:26 PM To: arslist@ARSLIST.ORG Subject: Re: Selection Field: Value vs. Alias Value? ** I basically have gone with the approach of using a hidden temp field that converts the Alias value to the underlying value needed for the URL param. I wanted to make it more dynamic but at least this works (even if it takes 10 active links to do it). _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Rick Cook Sent: Monday, January 19, 2009 2:59 PM To: arslist@ARSLIST.ORG Subject: Re: Selection Field: Value vs. Alias Value? Alan, Workflow converts selection field values to numeric anyway, so it really doesn't matter what the text values are. Rick Sent from my Verizon Wireless BlackBerry _ From: Alan Blake Date: Mon, 19 Jan 2009 14:34:09 -0700 To: arslist@ARSLIST.ORG Subject: Selection Field: Value vs. Alias Value? I am trying to create a selection field that has a value different than the alias value. Basically, I want a Label and a Value. I need to use the value in an active link, but when I reference the selection value with $template_type$ it returns the Label and not the value. Is this even an option on a selection field? Thanks. Alan Alan Blake Knowlysis | Services Manager | Office: 801.224.0002 ext 105 __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: SET ENV Question
Why across the server? Is not the ARS user's environment sufficient? Sign in as the ARS user and do an ls -la on the home directory. There should be a few .profile or such like files. (I haven't handled HP-UX's.). The convention is files prefixed by a dot are not displayed by ls unless the -a is used. The ARS user is the one that starts the ARS server daemon processes. It may be, but more often is not, root. ARDATE can also be set in the arsystem shell script. This is what is used to start and stop ARS . The command would probably be export ARDATE=%d/%m/%y This command can be in a .profile or other file that is used by a shell. If you are not the UNIX admin, speak to him/her and it will be easy enough to do. It is NOT in an ARS config file. Cheers Ben Chernys www.softwaretoolhouse.com _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lloyd, Nick, VF-AU Sent: January 19, 2009 11:23 PM To: arslist@ARSLIST.ORG Subject: SET ENV Question ** Listers, Silly question I know, but I need to set the server date to be dd/dmm/ across the server. I believe the environment variable to set would be: setenv ARDATE %d/%m/%y, But can not locate which configuration file for it to be added to. I am thinking it would be the ar.conf? Any light that could be shed would be great! Configuration: ARS 6.3 ITSM 6 HP-UX ARS Server Oracle 9 Database Thank You. Regards, Nick Lloyd Nokia Siemens Networks *** Vodafone live! Mobile TV is a great way to watch TV anywhere at any time. With the widest selection of TV channels to choose from, there's a subscription pack to suit your tastes. Visit Vodafone live! for more details http://www.vodafone.com.au/Personal/VodafoneLive/index.htm *** This correspondence is for the named person's use only. It may contain confidential or legally privileged information or both. No confidentiality or privilege is waived or lost by any mistransmission. If you receive this correspondence in error, please immediately delete it from your system and notify the sender. You must not disclose, copy or relay any part of this correspondence if you are not the intended recipient. Any views expressed in this message are those of the individual sender, except where the sender expressly, and with authority, states them to be the views of Vodafone. This email has been checked for viruses. *** __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: SET ENV Question
Thanks Ben. I wanted to set it at server level, as I am testing some reports executed within workflow, in which the server is setting dates to be mm/dd/ in workflow when it needs to be dd/mm/. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Ben Chernys Sent: Tuesday, 20 January 2009 10:09 AM To: arslist@ARSLIST.ORG Subject: Re: SET ENV Question ** Why across the server? Is not the ARS user's environment sufficient? Sign in as the ARS user and do an ls -la on the home directory. There should be a few .profile or such like files. (I haven't handled HP-UX's.). The convention is files prefixed by a dot are not displayed by ls unless the -a is used. The ARS user is the one that starts the ARS server daemon processes. It may be, but more often is not, root. ARDATE can also be set in the arsystem shell script. This is what is used to start and stop ARS . The command would probably be export ARDATE=%d/%m/%y This command can be in a .profile or other file that is used by a shell. If you are not the UNIX admin, speak to him/her and it will be easy enough to do. It is NOT in an ARS config file. Cheers Ben Chernys www.softwaretoolhouse.com _ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lloyd, Nick, VF-AU Sent: January 19, 2009 11:23 PM To: arslist@ARSLIST.ORG Subject: SET ENV Question ** Listers, Silly question I know, but I need to set the server date to be dd/dmm/ across the server. I believe the environment variable to set would be: setenv ARDATE %d/%m/%y, But can not locate which configuration file for it to be added to. I am thinking it would be the ar.conf? Any light that could be shed would be great! Configuration: ARS 6.3 ITSM 6 HP-UX ARS Server Oracle 9 Database Thank You. Regards, Nick Lloyd Nokia Siemens Networks *** Vodafone live! Mobile TV is a great way to watch TV anywhere at any time. With the widest selection of TV channels to choose from, there's a subscription pack to suit your tastes. Visit Vodafone live! for more details http://www.vodafone.com.au/Personal/VodafoneLive/index.htm *** This correspondence is for the named person's use only. It may contain confidential or legally privileged information or both. No confidentiality or privilege is waived or lost by any mistransmission. If you receive this correspondence in error, please immediately delete it from your system and notify the sender. You must not disclose, copy or relay any part of this correspondence if you are not the intended recipient. Any views expressed in this message are those of the individual sender, except where the sender expressly, and with authority, states them to be the views of Vodafone. This email has been checked for viruses. *** __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Selection Field: Value vs. Alias Value?
Alan, I realize you already found a solution... but I had already started this... so .. I will send it anyway. Ok... now that post defines what you are after... :) You need to find the string value (in a string form) so that you can pass the string out to an external integration. ( Sorry, but using a URL to pass data has to be defined as an external integration in my book. Even if the web site is the Mid-tier. Which RKM is not actually the Mid-tier anyways. But that is another fish to fry in a different thread.. :) ) One approach that I have seen people take... Create a second selection field that does not have a difference between the Alias and the Value values for the selection field. That way you keep the two fields in sync at design time and at run time you set the no-alias field with the current value from the Alias field then you can use the no-alias fields value and get the Value string your after. Note: You may have to set the no-alias selection field to a character field too. (But that should just be a few actions in one active link. Another is to go to the DB with Direct SQL. ( It can be done, but I would strongly suggest not going this route.) In the short term it should work. However, Remedy (and now BMC) has never made any promise of not changing the DB at anytime. So what may work now (at the SQL level) may not work after a patch is installed, or a version upgrade is done. Yet another route... is to use the ARS API. I would think that a Filter Plugin should be a very viable way to get at this information with minimal effort... I do note however, that you did not specify what AR Server version your using if it is =7.1 then let me know and I will whip up an example ARF for you for this function. It should be very trivial to implement in the Java API, but I just can not supply a C API plugin for you. ( I am thinking a method like getSelectionValue(String Form, int fieldId, int selection_field_value) Combine that with a Service call from an Active Link and there you go. :) Anyway.. hope some of that helps someone. :) -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Mon, Jan 19, 2009 at 5:05 PM, Alan Blake abl...@knowlysis.com wrote: Makes sense. Yes it was in a message action that I was seeing the Alias value being used. So this is for a RKM integration where you push values as URL params. So I need the active link to read in the Value of the selection field so I can pass it as a URL param, not the Alias value. Alan -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Carey Matthew Black Sent: Monday, January 19, 2009 2:57 PM To: arslist@ARSLIST.ORG Subject: Re: Selection Field: Value vs. Alias Value? Alan, I think your confusing yourself a bit but maybe not... Selection fields are just an integer value as far as work flow (Active Links, Filters, and Escalations) are concerned. However, to the user the field shows the Alias String (for the integer) when the user looks at the field and when you echo the fields value in a Message action. So .. maybe you could explain more about what you are trying to do and maybe some suggestion could be made for how to do that? -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Mon, Jan 19, 2009 at 4:34 PM, Alan Blake abl...@knowlysis.com wrote: ** I am trying to create a selection field that has a value different than the alias value. Basically, I want a Label and a Value. I need to use the value in an active link, but when I reference the selection value with $template_type$ it returns the Label and not the value. Is this even an option on a selection field? Thanks. Alan ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: SET ENV Question
Nick, I would go with armonitor.conf . Ref: ConfigGuide-630.pdf Pg 307. The example is this... Environment-variable: ARDATEONLY=MM/dd/ But it sounds like you want this... Environment-variable: ARDATEONLY=dd/dmm/ Add it in the file before the arserved is spawned and you should be good to go. Just stop and start the ARServer. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Mon, Jan 19, 2009 at 6:27 PM, Lloyd, Nick, VF-AU nick.ll...@vodafone.com wrote: ** Thanks Ben. I wanted to set it at server level, as I am testing some reports executed within workflow, in which the server is setting dates to be mm/dd/ in workflow when it needs to be dd/mm/. snip From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lloyd, Nick, VF-AU Sent: January 19, 2009 11:23 PM To: arslist@ARSLIST.ORG Subject: SET ENV Question ** Listers, Silly question I know, but I need to set the server date to be dd/dmm/ across the server. I believe the environment variable to set would be: setenv ARDATE %d/%m/%y, But can not locate which configuration file for it to be added to. I am thinking it would be the ar.conf? Any light that could be shed would be great! Configuration: ARS 6.3 ITSM 6 HP-UX ARS Server Oracle 9 Database Thank You. Regards, Nick Lloyd Nokia Siemens Networks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: SET ENV Question
Thank You so much Carey, I'll go re-read that section. -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Carey Matthew Black Sent: Tuesday, 20 January 2009 10:50 AM To: arslist@ARSLIST.ORG Subject: Re: SET ENV Question Nick, I would go with armonitor.conf . Ref: ConfigGuide-630.pdf Pg 307. The example is this... Environment-variable: ARDATEONLY=MM/dd/ But it sounds like you want this... Environment-variable: ARDATEONLY=dd/dmm/ Add it in the file before the arserved is spawned and you should be good to go. Just stop and start the ARServer. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Mon, Jan 19, 2009 at 6:27 PM, Lloyd, Nick, VF-AU nick.ll...@vodafone.com wrote: ** Thanks Ben. I wanted to set it at server level, as I am testing some reports executed within workflow, in which the server is setting dates to be mm/dd/ in workflow when it needs to be dd/mm/. snip From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Lloyd, Nick, VF-AU Sent: January 19, 2009 11:23 PM To: arslist@ARSLIST.ORG Subject: SET ENV Question ** Listers, Silly question I know, but I need to set the server date to be dd/dmm/ across the server. I believe the environment variable to set would be: setenv ARDATE %d/%m/%y, But can not locate which configuration file for it to be added to. I am thinking it would be the ar.conf? Any light that could be shed would be great! Configuration: ARS 6.3 ITSM 6 HP-UX ARS Server Oracle 9 Database Thank You. Regards, Nick Lloyd Nokia Siemens Networks ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are *** Vodafone live! Mobile TV is a great way to watch TV anywhere at any time. With the widest selection of TV channels to choose from, there's a subscription pack to suit your tastes. Visit Vodafone live! for more details http://www.vodafone.com.au/Personal/VodafoneLive/index.htm *** This correspondence is for the named person's use only. It may contain confidential or legally privileged information or both. No confidentiality or privilege is waived or lost by any mistransmission. If you receive this correspondence in error, please immediately delete it from your system and notify the sender. You must not disclose, copy or relay any part of this correspondence if you are not the intended recipient. Any views expressed in this message are those of the individual sender, except where the sender expressly, and with authority, states them to be the views of Vodafone. This email has been checked for viruses. *** ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Migrator 7.1 does not create fields for new form on first try
Here is an update It appears that this is not an issue when using Migrator 7.0 patch 3 against the 7.0.1 servers. Jason On Thu, Jan 15, 2009 at 3:19 PM, Susan Palmer suzanpal...@gmail.com wrote: ** I was instructed by support to use 7.1 Migrator on 7.0.3 server. Worked great until I turned on archiving and audit. Ended up corrupting a couple years of archive records that we were never able to get back. Susan On Thu, Jan 15, 2009 at 4:29 PM, Jason Miller jason.mil...@gmail.comwrote: ** I seem to remember seeing a number of people posting about using Migrator 71 on 7.0.1 servers with great results. I do know where David is coming from though, so I wouldn't be surprised if this is the issue. I think I still have Migrator 7.0.1 installed on one of my machines so I'll see if that makes a difference. Jason On Thu, Jan 15, 2009 at 6:32 AM, Grooms, Frederick W frederick.w.gro...@xo.com wrote: I've never had that problem (Although I am using ARS 7.1 on Solaris w/Oracle). Since you are on ARS 7.0.1 does the 7.0.1 Migrator have the same issue? Fred Original message From: Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] On Behalf Of Jason Miller Sent: Wednesday, January 14, 2009 6:27 PM To: arslist@ARSLIST.ORG Subject: Migrator 7.1 does not create fields for new form on first try Has anybody else noticed that Migrator does not create any fields other than the core ones when migrating a new form to a server? If I rerun the migration script it will create the all of the fields and arrange them in the view. Migrator 7.1 patch 5 ARS 7.0.1 patch 6 (both servers) Same Windows 2003 R2 for app and db. Jason ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Accounting for Virtual Servers in the CMDB
RE: Accounting for Virtual Servers in the CMDBI agree with Guillaume's approach on storing both the physical and virtual servers in the same place. It makes searching/finding configuration items a lot easier for someone who is using Incident or Change Management when they are stored in the same class, not to mention Configuration Management. However, something to consider, by using a different 'Product Name' (like Guillaume suggests), the Incident/Change user has to know the product name when searching from the Incident/Change window in the 'Product Name' field to autopopulate fields on the Classification tab. (such as Product categorization, make/model and version) So, if they know that it is a virtual server, they would need to specify VMWARE Virtual Platform to search the full list of virtual servers from the Incident Management window (where the user should be relating the incident to the CI). I don't know if this is very practical from an Incident/Change perspective.For this reason, I tend to use more logical product names and differentiate physical/virtual servers either in Categorization of the server or via special attributes added to the class. This is one of the pitfalls I commonly see where the Product Name definitions suit the needs of the CMDB, but do not make it practical from an Incident and Change Management perspective. If you are unsure of what I am talking about, Open an Incident Management window, go to the classification tab, and type a product name in the product name field and hit CR. See what the CMDB returns in the resultant window. Good luck. Terry -Original Message- From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org]on Behalf Of Guillaume Rheault Sent: Monday, January 19, 2009 10:41 AM To: arslist@ARSLIST.ORG Subject: Re: Accounting for Virtual Servers in the CMDB ** We have the virtual servers in the computer system class, just like physical servers. To identify whether it is a physical server or a virtual server, we use the product name and the manufacturer. For instance, for VMWare, the manufacturer is VMWare Inc, and the product name is VMWare Virtual Platform. We could have created a new attribute, a radio button, to specify physical or virtual server, but in the end, we felt it was not needed because the manufacturer and the product name are sufficient to distinguish the type of server. The advantage of having physical and virtual servers in the computer system class is ease of use: you don't have to know in advance whether it is a physical or virtual server when querying the entries. This is solution is very usable and keeps things simple. If you use the virtual system class to store the virtual servers and the computer system class to store the physical servers, then this means that the user (system administrator, DBA, app developer, etc) would need to know to query the virtual system class for virtual servers and the computer system class for physical servers... not very usable, they probably will not like that. The relationship of the virtual server to the physical server is desirable to have. In both scenarios (VM in virtual system class or computer system class), you can create a relationship to the parent physical server computer system entry. So no impediment there either way. As background information, in the CMDB 1.x, when the user queried the entries for a class, with an unqualified search, the entries for subclasses were also displayed. This changed in CMDB 2.x: if you query a class, you will not see the entries for the sub-classes. The Virtual System class is a sub-class of computer system, so you have to query that form/class specifically to display the entries. All this is thanks to the new class stub OBJSTR:CatClassStub. I guess BMC considered the CMDB 1.x behavior a bug, or at least unexpected behavior, which in a sense it was. However, it also makes the new structure a bit less usable in a way. -Guillaume Rheault -Original Message- From: Action Request System discussion list(ARSList) on behalf of SCOTT PHILBEN Sent: Fri 01/16/09 11:02 AM To: arslist@ARSLIST.ORG Subject: Accounting for Virtual Servers in the CMDB Is anyone using the CMDB (2.1 patch 004) and Asset application (7.0.3 patch 008) to account for virtual servers? Does anyone have a white paper with some best practices that I could steal? There seems to be classes that are related to Virtual servers (System--Virtual System for example) but how are they best used? Standalone? Related to a Computer System? If anyone is doing it or has information, please pass it along. Thanks. Scott Philben CSC Remedy Developer __ _ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers
Deployable Application: Form field permissions help
Hi: I have two roles and both the roles have permission for my deployable application. For some reason within the form (in the application), in the permissions tab of the field properties, I can set the permission to View or Change for one role by clicking on the icon next to the role but the other role I can't change the permission to Change. Any idea why the 2nd role's permission is set to View only without being able to change it to Change. Thanks -- Thank you, RaVi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Deployable Application: Form field permissions help
Ravi, This is a guess... but it would make sense to me... The 'Type' of Group that you mapped to the role is likely not a Change group. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap Pick two. On Mon, Jan 19, 2009 at 9:19 PM, Ravi rav...@cox.net wrote: Hi: I have two roles and both the roles have permission for my deployable application. For some reason within the form (in the application), in the permissions tab of the field properties, I can set the permission to View or Change for one role by clicking on the icon next to the role but the other role I can't change the permission to Change. Any idea why the 2nd role's permission is set to View only without being able to change it to Change. Thanks -- Thank you, RaVi ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: ARS 6.001(HD 5.0) to ARS 7.01 platform upgrade
Dear All, Sorry to reply late. Now we came to know that we cannot use Remedy Migrator for this purpose. For David: We need to only upgrade ARS from 6.x to 7.01 For Joe: On the new server (7.01) we already have some custom applications in place. We thinking of these lines: 1) Export the configuration forms/data (SHR forms) to ARS 7.01 2) Export HPD 6.0 to ARS 7.01 Please let me know any suggestions. Thanks, Prashant On Mon, Jan 5, 2009 at 5:10 PM, David Charters dchart...@charterssoftware.com wrote: ** Are you upgrading just ARS or are you also upgrading Help Desk to 7.0.3? -- *From:* Action Request System discussion list(ARSList) [mailto: arsl...@arslist.org] *On Behalf Of *Joe DeSouza *Sent:* Monday, January 05, 2009 7:24 AM *To:* arslist@ARSLIST.ORG *Subject:* Re: ARS 6.001(HD 5.0) to ARS 7.01 platform upgrade You could also try copying the DB across, remove any server references if found in that DB, then install the production version of the ARS to that new DB on the new server and then go upwards from there.. Joe -- *From:* Prashant Patil remed...@gmail.com *To:* arslist@ARSLIST.ORG *Sent:* Sunday, January 4, 2009 1:40:41 AM *Subject:* ARS 6.001(HD 5.0) to ARS 7.01 platform upgrade ** Dear All, We are currently planning a platform upgrade from ARS 6.00.1 to ARS 7.01 *ARS 6.x Server Config* Windows 2K - ARS Engine 6.00.01 patch 1420 Oracle 9.0.1.0.0 Helpdesk 5.0 (customized) *ARS 7.001 Server Config* (already setup) Windows 2K - ARS Engine 7.0.01 patch 002 Oracle 10gR2 SLM 7.0.0.2 We have a development server same as the ARS 7.001 server config. *(A) How do we go about migrating HD 5.0 application data to the new platform?* we thought of doing it as follows. Any feedback would be highly appreciated. 1) Setup development environment same as ARS 6.x server config 2) Install Helpdesk 5.0, import data (*can we use Remedy Migrator to import application data from old server? which Remedy Migrator version?* ) 3) Upgrade HD 5.x to HD 6 4) Upgrade ARS Engine from 6.x to 7.001 5) Now migrate HD 6 app data to the new server platform ARS 7.x (*can we use Remedy Migrator to import application data? which Remedy Migrator version?*) *(B) Can we use SLM 7.002 with HD 6.x application to define service targets? Are there any issues?* Please let us know any ideas or anything we may have to plan for before getting started. Thanks Regards, Prashant __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ __Platinum Sponsor: www.rmsportal.com ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are
Re: Updating user profile in People form...
Hi Candace, Thank you for ur reply.. I agree with your point that the true data for site needs to be first entered into the form SIT:Site. On the People form a menu is connected to Site field which just fetch all the Sites from the SIT:Site form. But People form it self stores Site value with corresponding user record. Site field is required as long as the user is Office-Based Employee. There are number of fields on People form related to Site such as Site Country, Site City, Site Street, Site ID, Site State Province, Site Zip/Postal Code, Timezone etc. These fields are used to display the Site Address field which is Display-Only. Let me check with changing Submitter. I hope this will give me a hint. Thanks Regards, Vinit Decou, Candace M wrote: I believe the problem is that the true data for Site needs to be first entered into the form SIT:Site. On the People form, there is just a menu for the Site field associated with the underlying data in the Site form. So you must have the data in the Site form first. You will likely need to look at the permissions on that form and set up your push fields to that form before you will be able to set the correct fields on the People form. You will likely need to have Contact Admin permissions in order to perform this also and I doubt that your normal users have that permission set. Hope this helps. :-) Candace From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of Shafqat Ayaz Sent: Sunday, January 18, 2009 3:18 PM To: arslist@ARSLIST.ORG Subject: Re: Updating user profile in People form... ** Vinit have a look for this field on the User form. I believe that if you modify the People form, it might try to make a modification on the User form. If not that, then turn on your logging and have a look. It looks like there is a Push happening on the People form which is causing the error message. Let me know thanks shafqat --- On Sun, 1/18/09, LisaD lisa.westerfi...@maryville.com wrote: From: LisaD lisa.westerfi...@maryville.com Subject: Re: Updating user profile in People form... To: arslist@ARSLIST.ORG Date: Sunday, January 18, 2009, 6:56 PM In addition to giving Change permission to Public and General Access, do you also have the field flagged as Allow any User to Submit? If you want to send me the active link off line, I would be happy to take a look at it as well. lisa.westerfi...@maryville.com Also, Have you logged vinitPatil wrote: Hello All, I've imported almost 4000 people records from AD to CTM:People form. The Site field is Null for all the records as there is no such field in AD. So we've decided to let users update there Site, Organization and Department values. We've more than 70 Sites, 20 Organizations and almost 90 departments. I've already populated this data using Data Management tool. What I've done is; when user clicks on Requester Console link I check his site. If it is null then I ask him to update the profile. I've a display only form by which user can update his Organization, Department and Site. I am using Push field action to update the corresponding record in People form. But when AL fires it gives a message like ARERR [331] You do not have write access (for this entry) to field : 26001 I've given Public and General Access to this field. But still its giving me same error. Does anyone have done this before? Please help me, I don't know where I went wrong. Thanks Regards, Vinit - Lisa D -- View this message in context: http://www.nabble.com/Updating-user-profile-in-People-form...-tp21525709 p21531418.html Sent from the ARS (Action Request System) mailing list archive at Nabble.com. ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are __Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are html___ ___ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: Where the Answers Are - Thanks Regards, Vinit -- View this message in context: http://www.nabble.com/Updating-user-profile-in-People-form...-tp21525709p21557501.html Sent from the ARS (Action Request System) mailing list archive at
